The "end" key on my Sprint phone stopped working. I managed to work around it for several days, but then it struck me, how do I turn the phone off? Now this is important.
Normally I go to a Sprint corporate store and mark down 2 hours lost from my life. But I found that Orion Wireless in Salt Lake is a full blown Sprint service center, but is privately owned. So I took my phone there.
What a difference. No slick advertising. Just a couple of desks in a small showroom. And very nice people who believe that their existence depends upon happy customers. Within 30 minutes they took apart my phone and found a bad board. Uh oh.
But for the price of a 30 minute repair they got me into a brand new phone. In about 15 minutes.
Moral of the story. Stay away from the corporate stores.
Turns out the new phone has a feature where it will synchronize all my phone contacts with Sprint's web site. I don't know about you, but I end up putting quite a bit of important data in my contact list. But adding new numbers is difficult for me. I'm just not that good at texting. By the time I send a 3 word text message, my daughter has sent an essay. So having the ability to type information on the web site and magically appear on my phone is worth two bucks to me.
No one wants to buy insurance. Had the service only been a backup of my contact information, I probably would have taken a pass. Because I just know my phone will never die. But by adding a feature which I can use every week, now that's strong value proposition. Sadly Sprint only focused on the negative and didn't even mention entering data on the web site. That I found in a posting in the user group forum.
Now if they were really smart, they would add an import feature (say vcards) on their web site.
Focus on the positive and then mention how you are looking out for your customers. That's powerful.